Documente Academic
Documente Profesional
Documente Cultură
ATTENTION
Clicking on a PDF hyperlink takes you to the appropriate page. If necessary,
scroll up or down the page to see the beginning of the referenced section.
NN49000-300
.
Document status: Standard
Document version: 01.01
Document date: 20 December 2006
The information in this document is subject to change without notice. The statements, configurations, technical
data, and recommendations in this document are believed to be accurate and reliable, but are presented without
express or implied warranty. Users must take full responsibility for their applications of any products specified in this
document. The information in this document is proprietary to Nortel Networks.
Nortel, the Nortel logo and the Globemark are trademarks of Nortel Networks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners.
Sourced in Canada.
3
Contents
How to get help 5
Finding the latest updates on the Nortel Web site 5
Getting help from the Nortel Web site 6
Getting help over the phone from a Nortel Solutions Center 6
Getting help from a specialist by using an Express Routing Code 7
Getting help through a Nortel distributor or reseller 7
CS 1000 configuration 21
CS 1000 configuration procedures 21
Checking the system status 21
Checking the current IP address of the CS 1000 (LD 117) 21
Defining a default Gateway (LD 117) 22
Checking the Ethernet Interface status of the CS 1000 (LD 137) 23
Enabling the Ethernet interface on the CS 1000 (LD 137) 23
Checking the ELAN status on the CS 1000 (LD 48) 24
Enabling the ELAN on the CS 1000 (LD 48) 24
Configuring CallPilot resources on the CS 1000 25
Configuring the ELAN subnet (LD 17) 26
Configuring the System Parameters (LD 17) 27
Defining CallPilot in the customer data block (LD 15) 28
Configuring the route data block 32
Configuring Automatic Call Distribution (LD 23) 33
Configuring ACD agent voice ports for CallPilot (LD 11) 35
Configuring card slots 37
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
4 Contents
CallPilot configuration 63
CallPilot configuration procedures 63
Logging on to CallPilot Manager 63
Configuring the keycode and serial numbers 66
Configuring CallPilot server information 68
Configuring password information 69
Configuring multimedia allocations 70
Configuring the CS 1000 switch information 71
Configuring the links on the MGate card 72
Configuring CDN information 74
Configuring the Contact Center Language Source 75
Configuring the CallPilot LAN interface 76
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
5
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
6 How to get help
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Getting help through a Nortel distributor or reseller 7
Outside North America, go to the following Web site to obtain the phone
number for your region:
www.nortel.com/callus
www.nortel.com/erc
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
8 How to get help
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
9
Audience
The intended audience for this document includes network planners,
installers, and maintenance personnel.
Related information
The following NTPs are referenced in this guide:
• CallPilot Network Planning Guide (555-7101-102)
• Communication Server 1000E: Installation and Configuration
(553-3041-210)
• Communication Server 1000M and Meridian 1: Large System
Installation and Configuration (553-3021-210)
• Communication Server 1000M and Meridian 1: Small System
Installation and Configuration (553-3011-210)
• Communication Server 1000S: Installation and Configuration
(553-3031-210)
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
10 About this document
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
11
Overview
Figure 1 "CS 1000/CallPilot/Contact Center integration process" (page 12)
shows the sequence of procedures you perform to integrate the CS 1000,
CallPilot, and Contact Center systems.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
12 Overview
Figure 1
CS 1000/CallPilot/Contact Center integration process
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Overview 13
Table 1
Task completion checklist
Task Reference
Configure CS 1000 1. "Checking the system status" (page 21)
2. "Configuring CallPilot resources on the CS
1000" (page 25)
3. "Configuring Contact Center resources on
the CS 1000" (page 49)
Configure CallPilot 1. "Logging on to CallPilot Manager" (page 63)
2. "Configuring the keycode and serial
numbers" (page 66)
3. "Configuring CallPilot server information"
(page 68)
4. "Configuring password information" (page
69)
5. "Configuring multimedia allocations" (page
70)
6. "Configuring the CS 1000 switch
information" (page 71)
7. "Configuring the links on the MGate card"
(page 72)
8. "Configuring CDN information" (page 74)
9. "Configuring the Contact Center Language
Source" (page 75)
10. "Configuring the CallPilot LAN interface"
(page 76)
Configure Contact Center 1. "Shutting down services" (page 79)
2. Configuring the CallPilot connection on the
Contact Center Manager Server
3. "Configuring CDNs on the Contact Center
Manager Administration Server " (page 87)
4. "Configuring and acquiring an IVR ACD DN"
(page 88)
5. "Configuring agent telephones on the
Contact Center Server" (page 89)
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
14 Overview
Task Reference
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
15
Prerequisites
Before you begin to integrate the Communication Server 1000 (CS 1000),
CallPilot, and Contact Center systems, ensure that you complete the
following prerequisites:
• "Knowledge requirements" (page 15)
• "Capturing integration parameters" (page 15)
• "Establishing the system baseline" (page 17)
Knowledge requirements
The following knowledge and skills are required to implement a CS
1000/CallPilot/Contact Center systems integration:
• basic programming and provisioning skills for the CS 1000 system
• basic knowledge of the CallPilot Manager
• basic Knowledge of the Contact Center Manager
Training
Nortel recommends that you complete product-specific training before you
begin integrating the CS 1000, CallPilot, and Contact Center systems. A
complete list of courses is available at www.nortel.com.
Table 2
Integration parameters
Parameter Value
CS 1000 parameters
Customer number to which CallPilot and
Contact Center belong
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
16 Prerequisites
Parameter Value
ELAN subnet for the AML link and its associated
VAS Identifier (VSID)
VAS Identifier (VSID)
Number of Call Registers
Primary Ethernet IP address (ELAN)
Primary Host Name
Secondary Ethernet IP Address (ELAN)
Secondary Host Name
Subnet Mask
Default Gateway if CS 1000 is connected to a
Nortel server subnet
Network IP address
Private Network Identifier
Home Location (ESN) of the CS 1000
Local Steering Code (LSC) of the CS 1000
ACDN for the CallPilot agent queue
Maximum number of agents
List of Terminal Number (TNs) for all agents
Position IDs for each agent
List of on ringing DNs used for outbound calls
Default ACD DN referenced in the CDN
DFDN used in the CDN configuration
Control DN of the queue
Attendant DN
Voice messaging CDN
Multimedia Messaging CDN
Superloop number
CallPilot parameters
Switch customer number configured in CS 1000
CS 1000 system switch IP address (ELAN)
TN information
a. Loop number
b. Shelf number
c. Card number
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Establishing the system baseline 17
Parameter Value
d. Unit number
e. Key 0 (position ID)
f. Key 1 (SCN)
g. Channel allocation
Voice messaging CDN
Multimedia Messaging CDN
Contact Center parameters
CS 1000 system name
CS 1000 switch IP Address (ELAN)
Switch customer number configured in CS 1000
CallPilot server IP address
CallPilot server port: use 10008
Table 3
Pre-integration checklist
Task Reference Comments
The Network Numbering Plan Dialing Plans: Description Are you using a Uniform
is implemented. (553-3001-183) Dialing Plan (UDP) or a
Coordinated Dialing Plan
(CDP), or both?
Are you also using a Group
Dialing Plan (GDP), a North
American Numbering Plan
(NANP), or a Flexible
Numbering Plan (FNP)?
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
18 Prerequisites
CallPilot is commissioned
without specific switch
information.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Establishing the system baseline 19
Contact Center is
commissioned without specific
CS 1000 switch information or
Voice Services information.
Contact Center software is
Release 6.0 or later.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
20 Prerequisites
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
21
CS 1000 configuration
CS 1000 configuration procedures
CallPilot can be provided only on a per customer basis on the
Communication Server 1000 (CS 1000) system. AML messages used for
communications between the CS 1000 system and CallPilot contain a
customer number to which CallPilot belongs.
In these procedures, ensure that you enter the correct customer number
in the overlays.
The sequence of CS 1000 configuration procedures is as follows:
• "Checking the system status" (page 21)
• "Configuring CallPilot resources on the CS 1000" (page 25)
• "Configuring Contact Center resources on the CS 1000" (page 49)
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
22 CS 1000 configuration
—End—
Table 4
LD 117 - Check the IP address
Command Description
PRT HOST Prints the network host table information stored in the database
PRT ROUTE Prints the routing table information stored in the database
STAT HOST Displays current runtime host table status
PRT MASK Prints the subnet mask stored in the database
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Checking the system status 23
Table 5
LD 117 - Define default Gateway
Command Description
new route x.x.x.x a.b.c.d Configures a new routing entry, where
x.x.x.x = network IP address. For a default Gateway, enter 0.0.0.0
a.b.c.d = Gateway IP address of the local CS 1000 system
2 Enter LD 137.
3 Enter the commands described in the following table.
—End—
Table 6
LD 137 - Check Ethernet interface status
Command Description
STAT ELNK Displays the status of the Ethernet link on the active IOP card
2 Enter LD 137.
3 Enter the commands described in the following table.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
24 CS 1000 configuration
—End—
Table 7
LD 137 - Enable Ethernet interface
Command Description
ENL ELNK Enables the Ethernet link on the active IOP card
—End—
Table 8
LD 48 - Check ELAN status
Command Description
STAT ELAN Checks the status of all configured ELAN subnets
STAT ELAN x Checks the status of ELAN x
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring CallPilot resources on the CS 1000 25
2 Enter LD 48.
—End—
Table 9
LD 48 - Enable ELAN
Command Description
ENL ELAN Enables the ELAN server task
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
26 CS 1000 configuration
—End—
Table 10
LD 17 - ELAN subnet
Prompt Response Descriptions
REQ CHG Change existing data block
TYPE CFN Configuration record
ADAN NEW ELAN xx Configure a new link and assign it a
number, where xx is within the ELAN
subnet range (16–31). You can use any
number in this range as long as it is not
already used. Make a note of this link
number for your reference.
- CTYP ELAN Card type
- DES x...x Enter a designator of up to six characters
in length to identify this ELAN subnet.
Because the ELAN subnet is not
dedicated to a specific application,
make the designator generic.
VAS NEW Configure a new AML link or change the
existing link configuration.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring CallPilot resources on the CS 1000 27
—End—
Table 11
LD 17 - System Parameters
Prompt Response Descriptions
REQ CHG Change existing data block
TYPE PARM System Parameters
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
28 CS 1000 configuration
Normally, non-Direct Inward Dialing (DID) calls are routed to CallPilot when
a no answer or busy condition is encountered. As an option, you can route
DID calls to the attendant’s or user’s Hunt DN.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring CallPilot resources on the CS 1000 29
—End—
Table 12
LD 15 - Call Park Allowed and Message Center Included
Prompt Response Descriptions
REQ CHG Change existing data block
TYPE FTR_DATA Customer features and options
CUST xx Customer number, where xx = 0–99
OPT CPA MCI a..a Options.
Enter CPA (Call Park Allowed) MCI
(Message Center Included), and all
other desired options, each separated
with a space.
IDEF YES or NO Internal/External Definition.
Set to YES if Call Forward by Call Type
feature (CFCT) is enabled on the CS
1000 switch.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
30 CS 1000 configuration
—End—
Table 13
LD 15 - Call Redirection
Prompt Response Descriptions
REQ CHG Change existing data block
TYPE RDR_DATA Call Redirection
CUST xx Customer number (0–99)
FNAD aaa Call forward No Answer treatment for
DID calls, where aaa = FDN for CallPilot
setup
FNAT YES or NO Call forward No Answer treatment for
external trunk non-DID calls, where aaa
= FDN for CallPilot setup
FNAL aaa Call forward No Answer treatment for
all other calls, including trunk calls
marked as internal, where aaa = FDN
for CallPilot setup
CFNA 1-(4)-15 Number of normal ringing cycles for Call
Forward No Answer (CFNA)
CFN(X) 1-(4)-15 The number of normal ring cycles before
the call is forwarded, where X = 0, 1, or
2.
The CFN(X) prompts may appear
instead of CFNA, depending on the
release installed on the CS 1000.
2 Enter LD 15.
3 Enter the appropriate values as described in the following table.
For prompts not listed in the following table, press Enter to accept
the default.
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring CallPilot resources on the CS 1000 31
Table 14
LD 15 - Enabling or disabling EEST
Prompt Response Descriptions
REQ CHG Change existing data block
TYPE FTR_DATA Customer features and options
CUST xx Customer number (0–99)
EEST (NO) YES End-to-End signaling tone to originating
party. For remote CS 1000 sites, enter
NO.
Configuring ISDN
Step Action
2 Enter LD 15.
3 Enter the appropriate values as described in the following table.
For prompts not listed in the following table, press Enter to accept
the default.
—End—
Table 15
LD 15 - Configuring ISDN
Prompt Response Descriptions
REQ CHG Change existing data block
TYPE NET_DATA Networking
CUST xx Customer number (0–99)
ISDN (NO) YES Integrated Services Digital Network
Set to YES only if NMS is purchased.
Otherwise, set to NO.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
32 CS 1000 configuration
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring CallPilot resources on the CS 1000 33
—End—
Table 16
LD 16 - Configuring route data block
Prompt Response Descriptions
REQ NEW or CHG Add new data or change existing data
block
TYPE RDB Route data block
CUST xx Customer number (0–99)
ROUT x..x Route Number, where x..x =
0-511 for Large Systems and CS 1000E
Systems
0-127 for Small Systems, CS 1000S,
MG 1000B, and MG 1000T systems
DES x..x Designator field for trunk (0 to 16
characters)
PNI (0)-32700 Private Network Identifier
NCRD (NO)/YES Network Call Redirection Allowed,
where
NO = Network Call Redirection
messages blocked
YES = Network Call Redirection
messages allowed
Network Call Redirection can occur
when NCRD is not set to YES. This
prompt controls only the sending of
Network Call Redirection messages,
not the call itself.
TRO (NO)/YES Trunk Route Optimization (prompted if
NCRD = YES)
INAC (NO)/YES Insert ESN Access Code to incoming
private network call
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
34 CS 1000 configuration
If you are enabling the Contact Center Voice Services Support feature, you
must set up two additional ACD agent queues: one for ACCESS ports, and
one for IVR ports. A segment of the CallPilot ports must be dedicated to the
Contact Center Voice Services Support feature.
2 Enter LD 23.
3 Enter the appropriate values as described in the following table.
For prompts not listed in the following table, press Enter to accept
the default.
—End—
Table 17
LD 23 - Configuring ACD agent queue
Prompt Response Descriptions
REQ NEW Add new data
TYPE ACD Automatic Call Distribution
CUST xx Customer number (0–99)
ACDN xxxx ACD Directory Number for CallPilot
applications
MWC NO Message Waiting Center
For CallPilot, set MWC to NO.
MAXP 1-120 Maximum number of agent positions
CALP POS Called Party DN, where
POS = POSID + DNIS in the CALP DN
field in the PCI message
TER = Terminating DN in the CALP DN
field in the PCI message
For CallPilot, set CALP to POS.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring CallPilot resources on the CS 1000 35
2 Enter LD 11.
3 Enter the appropriate values as described in the following table.
For prompts not listed in the following table, press Enter to accept
the default.
—End—
Table 18
LD 11 - Configuring ACD agents
Prompt Response Descriptions
REQ NEW Add new data
TYPE 2008 Type of Data block
For CallPilot, TYPE must be 2008.
TN Terminal Number
A TN is required for each agent.
lscu For Large Systems, where l s c u = loop,
shelf, card, unit
cu For Small Systems, where c u = card,
unit
DES d..d ODAS station designator, where d..d =
1-6 alphanumeric characters
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
36 CS 1000 configuration
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring CallPilot resources on the CS 1000 37
2 Enter LD 32.
4 Check the ACD agent status to ensure that the cards are successfully
enabled.
—End—
Table 19
LD 32 - Card slots
Command Description
STAT l s c Displays the status of the ACD agents defined for this slot, where
l = loop
s = shelf
c = card slot
If the ACD agents are disabled, then enable the card slot.
ENLC l s c Enables the card slot, where
l = loop
s = shelf
c = card slot
The 201i server occupies two slots. Both slots must be enabled
to use all ports.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
38 CS 1000 configuration
2 Enter LD 23.
—End—
Table 20
LD 23 - Defining the default ACD DN
Prompt Response Descriptions
REQ NEW Add new data
TYPE ACD Automatic Call Distribution
CUST xx Customer number (0–99)
ACDN xxxx ACD Directory Number, where xxxx =
Default DN.
Enter the DN as the Default DN (DFDN)
used in the CDN configuration.
MWC NO Message Waiting Center.
Set to NO.
MAXP 1 Maximum number of agent positions.
For the DFDN, MAXP must be set to 1.
NCFW 0 Night Call forward DN for ACD calls
For DFDN, set NCFW to 0. This DN
value can be up to 31 digits.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring CallPilot resources on the CS 1000 39
2 Enter LD 23.
—End—
Table 21
LD 23 - Configuring a CDN queue
Prompt Response Descriptions
REQ NEW Add new data
TYPE CDN Control DN queue
CUST xx Customer number (0–99)
CDN yyyy The Control DN of the queue. This
number must be entered as the SDN for
the messaging service in the SDN table.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
40 CS 1000 configuration
2 Enter LD 15.
—End—
Table 22
LD 15 - Configuring the attendant
Prompt Response Descriptions
REQ CHG Change existing data block
TYPE ATT_DATA Attendant Console
CUST xx Customer number (0–99)
ATDN (0) – xxxx Attendant Directory Number
Calls timed for recall by the DPNSS1
redirection feature are directed to this
number when the timer expires.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring CallPilot resources on the CS 1000 41
2 Enter LD 22.
3 Enter the appropriate values as described in Table 23 "LD 22 -
Checking for existing phantom loops" (page 42) to check whether
any phantom superloops exist.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
42 CS 1000 configuration
5 Enter LD 97.
—End—
Table 23
LD 22 - Checking for existing phantom loops
Prompt Response Descriptions
REQ PRT Print
TYPE CEQU Configured phantom loops are listed
under the SUPL entry with the letter "P"
as a prefix.
Table 24
LD 97 - Configuring phantom loops
Prompt Response Descriptions
REQ CHG Change
TYPE SUPL Superloop
SUPL Nxxx Prefix the superloop number with N to
create a phantom superloop.
For Large Systems, the loop number
range is 0–156.
For Small Systems, the range is
96–112.
For systems running Fiber Network
Fabric, the range is 0–252.
2 Enter LD 10.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring CallPilot resources on the CS 1000 43
For prompts not listed in the following table, press Enter to accept
the default.
—End—
Table 25
LD 10 - Configuring phantom DNs
Prompt Response Descriptions
REQ NEW Add new data
TYPE 500 PBX telephone type
TN Terminal Number
lscu For Large Systems, where l = loop, s =
shelf, c = card, and u = unit.
cu For Small Systems and CS 1000S
systems, where l = loop, s = shelf, c =
card, and u = unit.
CDEN xx The card density supported by the loop,
where xx = DD (double density) or xx =
4D (quadruple density).
DN yyyy The DN must be single appearance.
CLS WTA UNR Unrestricted.
Phantom DNs cannot originate calls, so
this option is secure.
FTR DCFW nn xxxx Feature and Options
DCFW = Default Call Forward
nn = maximum number of digits in the
DCFW DN
xxxx = the CDN to which this DN
forwards
If this phantom DN is for a voice service,
enter the Voice Messaging CDN.
If this phantom DN is for a fax service,
enter the Multimedia Messaging CDN.
If this phantom DN is a virtual fax DN for
a user, enter the Multimedia Messaging
CDN.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
44 CS 1000 configuration
2 Enter LD 23.
3 Enter the appropriate values as described in the following table.
For prompts not listed in the following table, press Enter to accept
the default.
—End—
Table 26
LD 23 - Configuring dummy ACD DNs
Prompt Response Descriptions
REQ NEW Add new data
TYPE ACD Automatic Call Distribution
CUST xx Customer number (0–99)
ACDN yyyy ACD Directory Number
Enter the DN for the service.
MWC (NO) / YES Message Waiting Center
If the CallPilot server is a Network
Message Service (NMS) satellite site,
set to YES. Otherwise, set to NO.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring CallPilot resources on the CS 1000 45
Provisioning telephones
Set up telephones to support the following features for CallPilot:
• Call Forward No Answer to the appropriate CDN (voice or multimedia)
• Call Forward Busy to the appropriate CDN
• Call Forward All Calls to the appropriate CDN
• Message Waiting key with the appropriate CDN as the Message Center
DN
If you do not plan to give fax capability to the user’s mailbox, use the Voice
Messaging CDN. If you plan to give fax capability to the user’s mailbox, then
use the Multimedia Messaging CDN.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
46 CS 1000 configuration
—End—
Table 27
LD 11 - Provisioning digital telephones
Prompt Response Descriptions
REQ NEW or CHG Add new data or change existing data
TYPE a..a Type of data block
For a complete list of available
responses, enter ?
TN Terminal Number
lscu For Large Systems, where l = loop, s =
shelf, c = card, and u = unit.
cu For Small Systems and CS 1000S
systems, where l = loop, s = shelf, c =
card, and u = unit.
CUST xx Customer number (0–99)
KEM y Number of expansion units, where y =
0, 1, or 2
KLS 1–7 Number of key/lamp strips
ZONE 0-255 Zone number which IP phones set
belongs
FDN yyyy Flexible call forward no answer DN.
yyyy = CDN of voice messaging or
multimedia messaging CDN queue
HUNT zzzz Hunt DN of the next station in the hunt
chain
zzzz = CDN of voice messaging or
multimedia messaging CDN queue
CLS a..a Class of Service
For CallPilot, configure the following:
Warning Tone Allowed (WTA),
Unrestricted (UNR), Call Forward No
Answer (FNA), Call Forward Busy
Allowed (FBA), Hunting Allowed (HTA),
Message Waiting Allowed (MWA)
KEY 0 SCR xxxx Single call ringing DN, where xxxx is the
user’s DN.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring CallPilot resources on the CS 1000 47
2 Enter LD 10.
3 Enter the appropriate values as described in the following table.
For prompts not listed in the following table, press Enter to accept
the default.
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
48 CS 1000 configuration
Table 28
LD 10 - Provisioning analog (500/2500-type) telephones
Prompt Response Descriptions
REQ NEW or CHG Add new data or change existing data
TYPE 500 500 telephone
TN Terminal Number
lscu For Large Systems, where l = loop, s =
shelf, c = card, and u = unit.
cu For Small Systems, where l = loop, s =
shelf, c = card, and u = unit.
CUST xx Customer number (0–99)
DN yyyy Directory Number
HUNT zzzz Hunt DN of the next station in the hunt
chain
zzzz = CDN of voice messaging or
multimedia messaging CDN queue
CLS a..a Class of Service
For CallPilot, configure the following:
Warning Tone Allowed (WTA),
Unrestricted (UNR), Call Forward No
Answer (FNA), Call Forward Busy
Allowed (FBA), Hunting Allowed (HTA),
Message Waiting Allowed (MWA), XFA,
LPA, DTN
FTR FDN xxxx Flexible Call Forward no answer, where
xxxx = voice or multimedia messaging
CDN
CFW yy Call forward all calls, where yy =
maximum DN length that users can
specify as the call forward DN
ACD xxxx yyyy ACD feature allowed, where
xxxx = ACD DN
yyyy = ACD Position (POS-ID)
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring Contact Center resources on the CS 1000 49
ATTENTION
Do not remove the disk while the LED is lit. As long as the LED is on, the
disk is still being written to.
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
50 CS 1000 configuration
—End—
Table 29
LD 17 - Configuring the ELAN subnet
Prompt Response Descriptions
REQ CHG Change existing data block
TYPE CFN Configuration Record
ADAN NEW ELAN xx This configures a new link and assigns
it a number, where xx is within the
ELAN subnet range of 16-31. You can
assign any number not in use. The
ELAN number for Contact Center must
be different than the one provisioned for
CallPilot.
Make a note of the link number for
future reference.
- CTYP ELAN Card Type (CTYP)
- DES < Description > Enter a generic description up to six
characters in length to identify this
ELAN subnet.
The ELAN subnet is not dedicated to a
specific application.
zzzz = CDN of voice messaging or
multimedia messaging CDN queue
VAS NEW Configure a new AML link or change an
existing link configuration
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring Contact Center resources on the CS 1000 51
2 Enter LD 17.
3 Enter the appropriate values as described in the following table.
For prompts not listed in the following table, press Enter to accept
the default.
—End—
Table 30
LD 17 - Configuring System Parameters
Prompt Response Descriptions
REQ CHG Change existing data block
TYPE PARM System Parameters
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
52 CS 1000 configuration
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring Contact Center resources on the CS 1000 53
For prompts not listed in the following table, press Enter to accept
the default.
—End—
Table 31
LD 23 - Configuring ACD for Contact Center
Prompt Response Descriptions
REQ NEW Add new data
TYPE ACD Automatic Call Distribution
CUST xx Customer number (0–99)
ACDN xxxx ACD Directory Number
MAXP 1 Maximum number of agent positions
NCFW X Night Call Forward
Enter X to delete NCFW.
NCFW must be blank to allow the
configuration of an NACD night routing
table.
Configuring IVR Automatic Call Distribution for Contact Center (LD 23)
Perform the following procedure to configure IVR ACD for Contact Center.
2 Enter LD 23.
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
54 CS 1000 configuration
Table 32
LD 23 - Configuring ACD for Contact Center
Prompt Response Descriptions
REQ NEW Add new data
TYPE ACD Automatic Call Distribution
CUST xx Customer number (0–99)
ACDN x..x ACD Directory Number
MWC NO Message Waiting Center
MAXP 1-120 Maximum number of agent positions
NCFW X Night Call Forward
Enter X to delete NCFW.
NCFW must be blank to allow the
configuration of an NACD night routing
table.
IVR YES Interactive Voice response Queue
ALOG YES Provide Automatic Login for agents
TRDN xxxx Treatment DN for IVR Queue
Configuring ACD agent voice ports for Contact Center (LD 11)
Perform the following procedure to configure agents.
Configuring ACD agent voice ports for Contact Center (LD 11)
Step Action
2 Enter LD 11.
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring Contact Center resources on the CS 1000 55
Table 33
LD 11 - Configuring ACD agents
Prompt Response Descriptions
REQ NEW Add new data
TYPE 2008 Type of Data block
For Contact Center, TYPE must be
2008.
TN Terminal Number
A TN is required for each agent.
lscu For Large Systems, where l s c u = loop,
shelf, card, unit
cu For Small Systems, where c u = card,
unit
DES d..d ODAS station designator, where d..d =
1-6 alphanumeric characters
CUST xx Customer number (0–99)
CLS aaaa Class of Service
Each agent must have the VCE and
MMA Class of Service. To get the VCE
Class of Service on the upper 16 units
(16 to 31), you must first specify the
FLXA Class of Service.
For Contact Center configuration, aaaa
= WTA VCE MMA
FXLA is required for units 16-31.
CTD (optional) prevents outbound
long-distance calls from a voice port.
KEY xx aaa yyyy ccc zzzz Telephone function key assignments,
where
xx = key number
aaa = key feature or function
yyyy = DN information (if required)
ccc = CLID information (if required)
zzzz = DN information
For Contact Center, provision each
agent with the following feature keys:
ACD, SCN, NRD, MSB, TRN, and AO3.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
56 CS 1000 configuration
2 Enter LD 23.
3 Enter the appropriate values as described in the following table.
For prompts not listed in the following table, press Enter to accept
the default.
—End—
Table 34
LD 23 - Configuring a CDN queue for Contact Center Manager
Prompt Response Descriptions
REQ NEW Add new data
TYPE CDN Control DN queue
CUST xx Customer number (0–99)
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring Contact Center resources on the CS 1000 57
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
58 CS 1000 configuration
2 Enter LD 11.
3 Enter the appropriate values as described in the following table.
For prompts not listed in the following table, press Enter to accept
the default.
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring Contact Center resources on the CS 1000 59
Table 35
LD 11 - Provisioning digital telephones for Contact Center
Prompt Response Descriptions
REQ NEW or CHG Add new data or change existing data
TYPE a..a Type of data block
For a complete list of available
responses, enter ?
TN Terminal Number
lscu For Large Systems, where l = loop, s =
shelf, c = card, and u = unit.
cu For Small Systems and CS 1000S
systems, where l = loop, s = shelf, c =
card, and u = unit.
CUST xx Customer number (0–99)
KLS 1–7 Number of key/lamp strips
KEY xx aaa yyyy ccc zzzz Telephone function key assignments
xx = key number
aaa = key feature or function
yyyy = DN information (if required)
ccc = CLID information (if required)
zzzz = DN information
Each agent must be provisioned with
the following feature keys: ACD, SCN,
NRD, MSB, TRN, and AO3.
0 ACD xxxx 0 yyyy xxx = ACD DN, yyy = Agent Position DN
1 SCR zzzz Single Key ringing Key
2 msb Make Set Busy (msb)
3 nrd Not Ready (nrd)
4 trn Transfer (trn)
5 AO3 Three Party conference Key (AO3)
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
60 CS 1000 configuration
—End—
Table 36
LD 10 - Provisioning analog (500/2500-type) telephones for Contact Center
Prompt Response Descriptions
REQ NEW or CHG Add new data or change existing data
TYPE 500 500 telephone
TN Terminal Number
lscu For Large Systems, where l = loop, s =
shelf, c = card, and u = unit.
cu For Small Systems, where l = loop, s =
shelf, c = card, and u = unit.
CUST xx Customer number (0–99)
DN yyyy Directory Number
CLS a..a Class of Service
For Contact Center, configure the
following:
AGTA, THFA, UND, WTD, (WTA)
SPID xxxx Supervisor’s position ID number
PRI (1) - 48 Priority level for agent
AACD YES Associated set for ACD agent
For AST phones only.
FTR ACD xxxx yyyy ACD feature allowed, where
xxxx = ACD DN
yyyy = ACD Position (POS-ID)
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring Contact Center resources on the CS 1000 61
2 Enter LD 43.
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
62 CS 1000 configuration
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
63
CallPilot configuration
This chapter describes the configuration of the switch information for
CallPilot. It is assumed that CallPilot is installed and configured and that the
switch information was not configured during initial the initial configuration.
The procedures in this chapter are sequential. You must complete these
procedures in order, uninterrupted, to avoid losing all changes.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
64 CallPilot configuration
1 In your Web browser, enter the URL of the CallPilot Manager (for
example, 192.168.249.91/cpmgr).
The CallPilot login page appears. See Figure 2 "CallPilot login"
(page 64).
Figure 2
CallPilot login
4 Click Login.
The Welcome to CallPilot Manager page appears. See Figure 3
"Welcome to CallPilot Manager page" (page 65).
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Logging on to CallPilot Manager 65
Figure 3
Welcome to CallPilot Manager page
5 If you are logging on for the first time, change your password using
numeric characters.
8 Click Next.
The Configuration Wizard: Configuration Mode page appears See
Figure 4 "Configuration Mode page" (page 66).
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
66 CallPilot configuration
Figure 4
Configuration Mode page
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring the keycode and serial numbers 67
1 In the Keycode and serial number page, enter the Serial Number
from the software feature key.
See Figure 5 "Keycode and serial number page" (page 66).
4 Review the Feature Verification page to ensure that all your features
are included with the keycode you provided.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
68 CallPilot configuration
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring password information 69
3 Type the local Telephone Area Code where the CallPilot server
resides.
6 Click Next.
The Password Information page appears.
Figure 8
Password Information page
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
70 CallPilot configuration
6 Click Next.
The Multimedia Allocation page appears.
Figure 9
Multimedia Allocation page
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring the CS 1000 switch information 71
4 Click Next.
The M1 Switch Information page appears.
Figure 10
M1 Switch Information page
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
72 CallPilot configuration
—End—
2 On the bottom half of the page, select the Channel Name for the
channel to be configured.
The Channel Detail Information page appears. See Figure 11
"Channel Detail Information page" (page 73).
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring the links on the MGate card 73
Figure 11
Channel Detail Information page
9 Click OK.
The M1 Switch Information page appears.
10 Click Next.
The Meridian 1 CDN Information page appears.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
74 CallPilot configuration
—End—
1 Click New.
The M1 CDN Detail Information page appears. See Figure 12 "M1
CDN Detail Information page" (page 74).
Figure 12
M1 CDN Detail Information page
4 Click OK.
The CDN Detail page appears with the newly created CDN.
5 Click Next.
The Language Source Directory page appears.
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring the Contact Center Language Source 75
2 Click Next.
The Language Installation page appears.
3 Select the (re)Install check box next to the Prompt you wish to
install.
4 Select the (re)Install check box next to the Speech recognition you
wish to install (optional).
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
76 CallPilot configuration
Figure 13
CallPilot Local Area Network Interface page
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring the CallPilot LAN interface 77
CAUTION
If you click Cancel, all configuration changes are lost.
6 A message appears stating that applying your changes will take the
CallPilot server out of service.
Click OK.
The switch configuration begins. This process takes several minutes
to complete.
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
78 CallPilot configuration
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
79
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
80 Contact Center configuration
5 When all the services are successfully shut down, click Accept .
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring Contact Center Manager Server after installation 81
ATTENTION
For migrations and upgrades, you must select the same switch type on
the new server that was associated with the old server. For example,
if you have a co-resident 5.0 configuration with a CS 1000/Meridian 1
switch, you cannot upgrade to a co-resident 6.0 configuration with a
DMS or SIP switch.
6 Click Next.
The License Manager page appears. See Figure 15 "License
Manager " (page 81).
Figure 15
License Manager
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
82 Contact Center configuration
7 From the CCMS Package list, select the package you require.
9 For Primary License Manager IP, type the IP address for server on
which you plan to install the License Manager.
If the License Manager resides on the Contact Center Manager
Server, then enter the IP address for the Contact Center Manager
Server.
14 Check that the features listed match the product you purchased, and
then perform one of the following tasks:
• If the information is not correct, you may have selected the wrong
package. Click OK, and then select the correct package.
• If the information is correct, click OK to close the window.
15 Click Next.
The Local Area Network IP page appears. See Figure 16 "Local
Area Network IP " (page 83).
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring Contact Center Manager Server after installation 83
Figure 16
Local Area Network IP
17 Click Next.
The CS 1000 (M1) Switch Information page appears. See Figure 17
"CS 1000 (M1) Switch Information " (page 84).
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
84 Contact Center configuration
Figure 17
CS 1000 (M1) Switch Information
20 For Switch Customer Number, enter the customer number for the
switch.
21 Click Next.
The Voice Services page appears. See Figure 18 "Voice Services"
(page 85).
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring Contact Center Manager Server after installation 85
Figure 18
Voice Services
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
86 Contact Center configuration
23 Click Next.
See Figure 19 "RSM IP Address " (page 86).
Figure 19
RSM IP Address
24 For RSM IP Address, enter the RSM IP Address that you want to
associate with sending real-time statistical data.
The IP multicast addresses that you select for RSM sending and
receiving must be within the 224.0.1.0 and 239.255.255.255 range.
The default is 230.0.0.1. Check with your network administrator for
acceptable IP multicast addresses for your specific network.
The RSM IP address must not be confused with your Nortel server
subnet or ELAN subnet addresses.
25 Click Next.
If you selected the Standby Server optional package, enter the
details for your replication server.
If you did not select the Standby Server optional package, skip to
step 26.
26 Click Next.
27 For Site Name, enter the site name for the server. The site name
must not contain spaces or non-alphabetical characters except for -
(hyphen) and _ (underscore). The first character must be a letter.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring CDNs on the Contact Center Manager Administration Server 87
The site name must be unique and can consist of any combination
of a minimum of 6 and up to 15 characters.
You must use the same site name you used on the original server.
28 If you are configuring a CCT server, select the CCT Server tab.
Enter the CCT server Host Name and Port Numbers.
29 Select the Utilities tab and create the Platform Recovery Disk.
30 Review the tabs and make any other necessary changes, and then
click OK.
The Complete Server Configuration window appears.
31 Click Yes.
Wait for the CCMS installation success window to appear.
32 Click OK.
33 Click Finish.
—End—
2 Log in to the Web Manager using the system’s defined user ID and
password.
3 Select Configuration.
The CCMS Properties page appears.
4 In the system tree pane, select the server to which you wish to add
the CDNs.
5 Select the CDN (Route Points) folder.
The CDN Route Point page appears.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
88 Contact Center configuration
10 Select the Acquired check box for the CDN you just created to
acquire the CDN.
11 Click Refresh Status to view the status of the acquisition.
—End—
2 Log in to the Web Manager using the system’s defined user ID and
password.
3 Select Configuration.
The CCMS Properties page appears.
4 In the system tree pane, select the server to which you wish to add
the IVR ACD-DN.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Configuring agent telephones on the Contact Center Server 89
10 Select the Acquired check box for the DN you just created to
acquire the ACD DN.
—End—
2 Log in to the Web Manager using the system’s defined user ID and
password.
3 Select Configuration.
The CCMS Properties page appears.
4 In the system tree pane, select the server to which you wish to add
telephones and voice ports.
10 Select the Acquired check box for the TN you just created to acquire
the telephone.
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
90 Contact Center configuration
3 Select Configuration.
The CCMS Properties page appears.
4 In the system tree pane, select the server to which you wish to add
telephones and voice ports.
11 Select the Acquired check box for the TN you just created to acquire
the telephone.
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
91
4 Select Add.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
92 Telephony Manager configuration
7 Click OK.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Setting up communications information 93
Figure 21
System Properties - Communications tab
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
94 Telephony Manager configuration
g. Click Apply.
Figure 22
System Properties - Communications tab - PPP Profile
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Setting up customer information 95
Figure 23
System Properties - Communications tab - Serial Profile
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
96 Telephony Manager configuration
Figure 24
System Properties - Customers tab
2 Select Properties.
The Customer Properties dialog box appears with the General tab
selected. See Figure 25 "Customer Properties - General tab" (page
97).
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Setting up TM 3.0 applications 97
Figure 25
Customer Properties - General tab
4 Click OK.
HLOC appears the home location code (ESN) defined in LD 90.
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
98 Telephony Manager configuration
Figure 26
System Properties - Applications tab
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Setting up system data 99
4 Click OK.
—End—
4 Click OK.
The system data (such as the PBX type and software packages) is
copied into TM 3.0 directly from the system.
When the data is copied from the system into TM 3.0, the test
procedure is complete.
—End—
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
100 Telephony Manager configuration
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.
Enterprise: Common
Publication: NN49000-300
Document status: Standard
Document version: 01.01
Document date: 20 December 2006
The information in this document is subject to change without notice. The statements, configurations, technical data, and
recommendations in this document are believed to be accurate and reliable, but are presented without express or implied
warranty. Users must take full responsibility for their applications of any products specified in this document. The information in
this document is proprietary to Nortel Networks.
Nortel, the Nortel logo and the Globemark are trademarks of Nortel Networks.
Sourced in Canada.